PRS-350 Broken PRS-350 screen :(

blacksharpie · 01-01-2011, 07:52 PM

My 3-week-old PRS-350 has a broken screen and I don't understand how this happened.

I read it in the evening, then left it on the table. Nothing unusual happened. The next morning, the screen showed dark areas and wasn't working anymore.

I took good care of the reader (and it was always in a Sony cover), so I'm really surprised. I had a PRS-500 for years before this and never had problems. The store where I bought the PRS-350 refused an exchange because they think I broke the screen. SIGH.

There is nothing I can do about this, but I'm wondering if anything similar had happened to other people here as well. I love the PRS-350 and I'll have to replace it, but this experience is rather disconcerting.

doreenjoy · 01-01-2011, 08:00 PM

I've never heard of anything like this. Sorry to hear about your reader.

The screen substrate is much more fragile than the external screen...any twisting of the frame or bending could break the substrate. Just something to keep in mind. It's try of all e-ink devices.

Do you plan to get a new one?

blacksharpie · 01-01-2011, 08:04 PM

Thanks doreenjoy! Yes I'm planning to get a new one, I just like it too much. I hope my problem this time was a total fluke! I was worried that the PRS-350 is more fragile than the older models, but perhaps I bent/twisted it somehow like you said.

FizzyWater · 01-01-2011, 08:30 PM

If it's only three weeks old, wouldn't this fall under the warranty period?

blacksharpie · 01-01-2011, 09:23 PM

I heard that a broken screen isn't covered by the Sony limited warranty. The reader only broke yesterday and Sony support is on holidays, so I'm not sure about this yet, but I'm not holding my breath. The warranty does not cover "accidental damage", and I have a feeling they will say the broken screen looks exactly like accidental damage.

Even to my eyes, it looks like that the screen is internally cracked due to pressure. It just mystifies me how and when this could have happened.

vvvbe · 01-01-2011, 09:39 PM

Did you purchase with a credit card... Various cards have programs that offer coverage!

Not sure on the particulars, but maybe something to check into...

doreenjoy · 01-02-2011, 05:07 AM

That's good advice about the credit card -- often you can get a chargeback if you purchased within 30 days.

HarryT · 01-02-2011, 05:56 AM

Can you post a picture of the screen? If it's a broken substrate, then it won't be covered by the warranty. If it's a controller problem, then it should be. We'll be able to tell which it is from a picture.

elcreative · 01-02-2011, 10:44 AM

Got a cat or similar... one of mine made a determined effort to start reading but only left some claw marks in the cover but I suspect a flying leap onto the front might qualify as sufficient to do impact damage... sure would with my 9+kg ex-tom...

Quote:

Originally Posted by blacksharpie

Even to my eyes, it looks like that the screen is internally cracked due to pressure. It just mystifies me how and when this could have happened.

jswinden · 01-02-2011, 11:41 AM

Quote:

Originally Posted by elcreative

Got a cat or similar... one of mine made a determined effort to start reading but only left some claw marks in the cover but I suspect a flying leap onto the front might qualify as sufficient to do impact damage... sure would with my 9+kg ex-tom...

We have two cats and I find that it is best to leave the readers in a closed cover with the screen facing the desk/table top. That way when they walk across the reader, which they will, there is less chance of breakage. Needless to say, the best thing is to put the reader out of reach of the cats, like in a drawer. But there are times when this isn't an option.

Toddlers are even more deadly to small electronics!

blacksharpie · 01-03-2011, 07:36 PM

Thanks for everyone's reply! I will definitely follow up with my credit card company. BTW, I don't have cats or kids at home. :-)

Here's a screen shot of my reader. What do you think?

elcreative · 01-03-2011, 07:53 PM

Definitely not good... hope it works out with credit card, Sony will almost certainly claim user inflicted physical damage...

Lynn W · 01-28-2011, 02:05 PM

I had exactly the same problem this week with a PRS 350, ereader was fine the previous evening, went to turn it on in the morning and screen display was broken (no sign of surface damage), it's only a month old. We have no cats and have been extremely careful with the reader. The retailer refused to exchange it saying it was our fault. Has anyone got any further ideas on this? I don't want to buy another without knowing what caused this as it may happen again.

Poppaea · 01-28-2011, 02:15 PM

Quote:

Originally Posted by Lynn W

I had exactly the same problem this week with a PRS 350, ereader was fine the previous evening, went to turn it on in the morning and screen display was broken (no sign of surface damage), it's only a month old. We have no cats and have been extremely careful with the reader. The retailer refused to exchange it saying it was our fault. Has anyone got any further ideas on this? I don't want to buy another without knowing what caused this as it may happen again.

Oh, poor Darling! Actually I can't offer any advice but this is awefull! I would be devastated and furious if it weren't my fault. Hope you find some more people to build a case and get a replacement!!!

I cross my fingers for you
Poppaea

Pinecone · 01-28-2011, 02:59 PM

No matter what, call Sony and talk to them. Wihtout cats or kids, and only 3 weeks old, it may simply be a bad screen.

They can only say no, and who knows, they may replace it.

Normally, I do NOT buy extended warranties on electronics, they eiteh rwork or don't, but purchasing directly from Sony in the US, I had th eoption of buying an extended warranty that also covers accidental damage. I figured with my travel schedule, that it was a cheap price to pay.

01-01-2011, 07:52 PM	#1
blacksharpie Member Posts: 11 Karma: 10 Join Date: Jul 2007 Location: Canada Device: Sony 350, Kindle DX	Broken PRS-350 screen :( My 3-week-old PRS-350 has a broken screen and I don't understand how this happened. I read it in the evening, then left it on the table. Nothing unusual happened. The next morning, the screen showed dark areas and wasn't working anymore. I took good care of the reader (and it was always in a Sony cover), so I'm really surprised. I had a PRS-500 for years before this and never had problems. The store where I bought the PRS-350 refused an exchange because they think I broke the screen. SIGH. There is nothing I can do about this, but I'm wondering if anything similar had happened to other people here as well. I love the PRS-350 and I'll have to replace it, but this experience is rather disconcerting.

01-03-2011, 07:36 PM	#11
blacksharpie Member Posts: 11 Karma: 10 Join Date: Jul 2007 Location: Canada Device: Sony 350, Kindle DX	Thanks for everyone's reply! I will definitely follow up with my credit card company. BTW, I don't have cats or kids at home. :-) Here's a screen shot of my reader. What do you think? Last edited by blacksharpie; 01-03-2011 at 07:46 PM.

01-28-2011, 02:05 PM	#13
Lynn W Junior Member Posts: 2 Karma: 10 Join Date: Jan 2011 Device: prs-350	same problem broken screen I had exactly the same problem this week with a PRS 350, ereader was fine the previous evening, went to turn it on in the morning and screen display was broken (no sign of surface damage), it's only a month old. We have no cats and have been extremely careful with the reader. The retailer refused to exchange it saying it was our fault. Has anyone got any further ideas on this? I don't want to buy another without knowing what caused this as it may happen again.

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01-01-2011, 08:00 PM	#2
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	I've never heard of anything like this. Sorry to hear about your reader. The screen substrate is much more fragile than the external screen...any twisting of the frame or bending could break the substrate. Just something to keep in mind. It's try of all e-ink devices. Do you plan to get a new one?

01-01-2011, 08:04 PM	#3
blacksharpie Member Posts: 11 Karma: 10 Join Date: Jul 2007 Location: Canada Device: Sony 350, Kindle DX	Thanks doreenjoy! Yes I'm planning to get a new one, I just like it too much. I hope my problem this time was a total fluke! I was worried that the PRS-350 is more fragile than the older models, but perhaps I bent/twisted it somehow like you said.

01-01-2011, 08:30 PM	#4
FizzyWater You kids get off my lawn! Posts: 4,220 Karma: 73492664 Join Date: Aug 2007 Location: Columbus, Ohio Device: Oasis 2 and Libra H2O and half a dozen older models I can't let go of	If it's only three weeks old, wouldn't this fall under the warranty period?

01-01-2011, 09:23 PM	#5
blacksharpie Member Posts: 11 Karma: 10 Join Date: Jul 2007 Location: Canada Device: Sony 350, Kindle DX	I heard that a broken screen isn't covered by the Sony limited warranty. The reader only broke yesterday and Sony support is on holidays, so I'm not sure about this yet, but I'm not holding my breath. The warranty does not cover "accidental damage", and I have a feeling they will say the broken screen looks exactly like accidental damage. Even to my eyes, it looks like that the screen is internally cracked due to pressure. It just mystifies me how and when this could have happened.

01-01-2011, 09:39 PM	#6
vvvbe Member Posts: 37 Karma: 1010 Join Date: Nov 2010 Device: PRS-650	Did you purchase with a credit card... Various cards have programs that offer coverage! Not sure on the particulars, but maybe something to check into...

01-02-2011, 05:07 AM	#7
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	That's good advice about the credit card -- often you can get a chargeback if you purchased within 30 days.

01-02-2011, 05:56 AM	#8
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Can you post a picture of the screen? If it's a broken substrate, then it won't be covered by the warranty. If it's a controller problem, then it should be. We'll be able to tell which it is from a picture.

01-03-2011, 07:53 PM	#12
elcreative Wizard Posts: 2,888 Karma: 5875940 Join Date: Dec 2007 Device: PRS505, 600, 350, 650, Nexus 7, Note III, iPad 4 etc	Definitely not good... hope it works out with credit card, Sony will almost certainly claim user inflicted physical damage...

01-28-2011, 02:59 PM	#15
Pinecone Guru Posts: 902 Karma: 1660722 Join Date: Nov 2009 Location: Maryland Device: PRS-650, PRS-600, PRS-350	No matter what, call Sony and talk to them. Wihtout cats or kids, and only 3 weeks old, it may simply be a bad screen. They can only say no, and who knows, they may replace it. Normally, I do NOT buy extended warranties on electronics, they eiteh rwork or don't, but purchasing directly from Sony in the US, I had th eoption of buying an extended warranty that also covers accidental damage. I figured with my travel schedule, that it was a cheap price to pay.

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